Conversation analytics

The Reports section gives you visibility into your team's performance and conversation trends over time.

Overview metrics

The dashboard shows key metrics at a glance: total conversations, average first response time, average resolution time, and overall CSAT score. Select a time range (7 days, 30 days, or 90 days) to adjust the view.

Conversation volume

The daily volume chart shows how many conversations were created each day. Use this to identify peak hours, staffing needs, and volume trends over time.

Exporting data

Click 'Export CSV' on any report to download the underlying data as a spreadsheet. The export includes all conversation details: status, priority, contact, assignee, channel, labels, timestamps, and response times.